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        Centric Digital

        J.d. Power 2018 Utility Digital Experience Study℠

        Digital Experience Study for UTILITIES INDUSTRY

        J.D. Power partnered with Centric Digital to produce this study evaluating customer perceptions of the websites, mobile apps, and digital communication capabilities of leading electric, natural gas and water utility brands in the United States.

        Key Findings

        Powered By Centric Digital

        DIMENSIONS™ Powers Digital Capabilities Measurement

        DIMENSIONS, our classification system for benchmarking digital readiness, powered the J.D. POWER UTILITY DIGITAL EXPERIENCE STUDY digital proficiency assessment.

        More About Dimensions

        DIMENSIONS Radial Tree Map graphic

        Industry Perspective

        Utilities Are Lagging In Digital Proficiency

        According to the Centric Digital DIMENSIONS Score, which evaluates digital proficiency, the utility industry scored 571 on a 1,000 point scale.

        DIMENSIONS Utility Report

        Industry Standards

        Utilities Leaders Are Beginning To Emerge

        Despite a weak overall industry average, utility brands assessed in the study showed a broad spectrum of digital capabilities. Some brands are successfully differentiating themselves, providing digital experiences comparable to top performers from other industries.

        DIMENSIONS Industry Score

        Lagging Capabilities

        Cross-channel Communication Remains A Challenge

        The study found that utility brands continue to struggle with effectively implementing cross-channel communication. The DIMENSIONS Scan revealed major gaps in social media, email, messaging and customer service capabilities.

        What Is Included

        Customer Evaluation

        Voice Of The Digital Customer

        The voice of customer assessment evaluates your desktop, mobile web, and mobile apps to help you understand how customers are responding to your digital presence. The report includes customer satisfaction and sentiment data.

        Digital Proficiency Survey

        Measurement Of Digital Readiness

        The digital proficiency survey, powered by Centric Digital’s DIMENSIONS, analyzes your digital readiness to identify gaps and strengths relative to best practice, other utility brands, and leaders in digital experience from other industries.

        On-site Consultation

        Contextualized Insights

        During an on-site consultation with your team, utility and digital experts review survey results, answer questions, and help translate study findings into actionable next steps for improving your digital experience.

        Benefits

        Position Your Utility For The Digital Age

        Discover how the highest performing brands differentiate themselves within the utility industry and cross-industry. Understand how well your digital experience meets — or fails to meet — customer expectations. Improve ROI by deploying resources to improve areas with the greatest impact on customer satisfaction.

        See Press

        Expert Evaluation Report
        可以赢钱的炸金花